Manager,Partner Job Toronto area,Ontario Canada,Management

Position: Manager, Partner Support

Location:

This position will be based in our Winnipeg or Toronto Corporate Office.
Our organization:
Founded in 2017, Wellington-Altus Financial Inc. (Wellington-Altus) is one of Canada’s Top Growing Companies
* and the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc— the top-rated
** investment dealer in Canada. With more than $50 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers, and their high-net-worth clients.

Report on Business 2025 rankings.
Investment Executive 2026 Brokerage Report Card.

The opportunity:

Reporting to the Senior Manager, Partner Support, the Manager, Partner Support is responsible for overseeing the day-to-day operations, managing team members, and maintaining high standards of quality and customer satisfaction. They play a crucial role in fostering a positive work environment, resolving conflicts, and promoting teamwork and collaboration.

Providing direction, guidance, and support to team members by setting clear expectations, defining goals, and motivating team members to achieve them.
Evaluating the performance of the team members on a regular basis. This includes providing feedback, coaching for improvement, and conducting performance appraisals.
Identifying areas for training and providing opportunities for learning and skill development.
Allocating resources such as time, manpower, and budget to ensure that client service operations run smoothly. Prioritizing tasks, assigning responsibilities, and managing workload distribution among team members
Ensuring that information is communicated effectively within the team, as well, between the team pods and other stakeholders. Encouraging open dialogue, addressing concerns, and keeping everyone informed about relevant developments.
Facilitating conflict resolution and fostering a positive work environment.
Participating in the recruitment process by interviewing candidates and overseeing the training of new employees, ensuring they are properly onboarded and equipped with the necessary skills to perform their roles effectively.
Enforcing the company policies and procedures within the team, promoting adherence to ethical guidelines, maintaining confidentiality, and upholding quality standards in client service delivery
Ensuring requests submitted through our ticketing system are managed within SLAs.
Establishing clear expectations for professionalism, courtesy, and empathy in all communications.
Acting as the first point of contact for escalations and addressing them promptly and effectively by resolving complaints, clarifying misunderstandings, or mediating conflicts to preserve the client relationship.
Cultivating a client-centric culture within the team by emphasizing the importance of putting Advisors first in all interactions. Promoting a mindset of continuous improvement and innovation to enhance the client experience.
Setting up regular feedback sessions with advisor teams and identifying trends or patterns and adjusting service strategies accordingly. Follow up on previous feedback and confirm on any service adjustments made to cater to the feedback.
Building rapport with advisor teams, our custodian NBIN and internal departments. Coaching the team to take genuine interest in Advisor team’s needs and concerns, and foster trust and loyalty through personalized interactions.
Recognizing and celebrating team members' successes in building strong client relationships reinforces positive behaviors and motivates continued excellence in…